Home - Customer Experience Specialist

Contact me for assistance with:

- Customer Experience Strategy

- Customer Experience Training

- Customer Journey Mapping

- Voice of Customer / Feedback Management (NPS, CSAT, CES, etc.)

- Complaint Management

- Employee Engagement

MICHAEL BRANDT
CX Sherpa*
(Deutsche Version)
Download my profile here!

BIO
I am a Customer Experience (CX) Strategist and Certified Customer Experience Professional (CCXP) with many years’ experience implementing CX programs in global multi-cultural organisations. I was Group Vice President at the ABB Group (www.abb.com) responsible for Process Excellence in Customer Care across ABB’s worldwide network from 2012 – 2019. Prior to that I was President of a Joint Venture company in Tokyo, Japan, responsible for B2B sales and service across Asia Pacific.

I am multilingual, speaking English, French, German and Italian.

* Sherpa

A byword for guide or mentor. Sherpas are renowned for their hardiness, expertise and experience.

Details

1

Certifications

- Certified Customer Experience Professional CCXP - CXPA
- NPS 2 Certified
- Quality Manager - Deutsche Gesellschaft für Qualität
- MoR - Management of Risk Practitioner

2

Speaking Engagements

- Guest Lecture ZHAW School of Management & Law - "Service Excellence in B2B"
- Customer Experience World (CEW) - London
- Satmetrix NPS Conference - London

3

Publications

- Customer-oriented Issue Resolution as a Market Differentiator
(2015 American Society for Quality India Pvt (Transforming India through Quality Leadership)

4

Interviews

- Customer Contact Week Online (CCW) 2018: "Customer Feedback: The Ticket to CX Improvement"
- Do companies care about your opinion as a customer? Vantta on Youtube

5

Others

- Judge DACH CXA Customer Experience Awards 2020
- Judge European Customer Centricity Awards 2020

6

Noteworthy Projects

- Development of a customer feedback process and tool for a large multinational corporation, increasing NPS from 16 to 45 over a period of
4 years.
- Designed and delivered a customer awareness training programme across a global organisation reaching over 35'000 staff in 18 months.
- Successfully managed the further development of a global customer complaint management tool and process.
- Designed and delivered a programme of workshops to instil customer-facing staff with a heightened sense of customer focus across a
global division
- Led project to establish standardized end-to-end customer issue resolution process in a global organization

Contact

Email: info@cx-excellence.com Phone: +41 79 313 8528

Whatsapp: +41 79 313 8528